منابع مشابه
Prioritizing Service Organizations Based on Classified Service Quality Dimensions by MADM and mportance-Performance Analysis
Current study aims to prioritize four-star hotels through atwo-step procedure: firstly, classifying service quality dimensions (SQDs)based on Importance-Performance Analysis and secondly prioritizinghotels based on classified SQDs analysing the results. To reach that aim,the customers of three 4-star hotels were considered and asked to statethe quality of the service they expected to receive pr...
متن کاملprioritizing service organizations based on classified service quality dimensions by madm and mportance-performance analysis
current study aims to prioritize four-star hotels through atwo-step procedure: firstly, classifying service quality dimensions (sqds)based on importance-performance analysis and secondly prioritizinghotels based on classified sqds analysing the results. to reach that aim,the customers of three 4-star hotels were considered and asked to statethe quality of the service they expected to receive pr...
متن کاملPrioritizing Service Quality Dimensions:A Neural Network Approach
One of the determinants of a firm’s prosperity is the customers’ perceived service quality and satisfaction. While service quality is wide in scope, and consists of various dimensions, there may be differences in the relative importance of these dimensions in affecting customers’ overall satisfaction of service quality. Identifying the relative rank of different dimensions of service quality is...
متن کاملAssessing Web Service Quality Dimensions: the E- Servperf Approach
This study examines the dimensions of web service quality based on e-customer’s expectations and perceptions. We develop operationalized web service quality constructs, and analyze their relationships with customer satisfaction and behavioral intentions in an e-business environment. The three identified dimensions of web service quality are perceived risk, web content and service convenience. A...
متن کاملPerceived Online Service Quality: Latent Dimensions and Ontological Implications
Research on perceived online service quality has, since its beginnings in the 1990’s, shown little consensus about its dimensionality. In this study, we modify a well-tested existing instrument to add the notion of transaction quality. We carry out exploratory factor analysis and find that our results disconfirm our a priori hypotheses about the factor structure and some of the findings of prev...
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ژورنال
عنوان ژورنال: Managing Service Quality: An International Journal
سال: 2007
ISSN: 0960-4529
DOI: 10.1108/09604520710817325